Parrish Services, Inc

Parrish Services repaired a faulty switch and the entire process from the initial phone call to installation was a pleasant experience. The technician Nathan was both courteous and professional. The response time and installation was prompt and the price was very competitive. I will definitely use Parrish Services again for any electrical needs and strongly recommend them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your assistance.
Regards,
[redacted]

From: Mike B[redacted] Date: Fri, Jan 29, 2016 at 9:51 AMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>This customer in fact called and requested to cancel his contract in August of 2015. Parrish Services did continue to receive automatic...

payments from the customer until December 15th and Parrish refunded the customer $128.00 on December 15th . Please let me know if there is anything further I could do for this matter. Michael B[redacted] | Divisional ManagerParrish Services, Inc. | Always there for you!For 24x7 service, please call or visit us on the web

We are sorry to hear [redacted] was displeased with the outcome of our recent service call. However, based on the complaint I believe there many be some confusion as to the terms "warranty," "maintenance," and "service," so I would like to first clarify:Maintenance is...

a regular activity to keep a system running in optimal fashion. Maintenance activities are predefined and include inspection, cleaning, and minor adjustments.Service is an unplanned activity to address a system fault or failure.Warranty service is provided by a manufacturer or service provider to address defects in manufacturing or previously provided service.The property did have an HVAC maintenance agreement that began in December 2013. Each HVAC maintenance agreement includes two system checks per year, one for heating, and one for cooling. We performed the heating maintenance check on 12/13/13 and the cooling maintenance check on 7/7/14.On 10/20/2014, we received a call saying the gas furnace we had installed in 2012 was not heating. So this call was for service, not for maintenance. Our technician was then dispatched the following morning, and his service notes for the property ([redacted]) were: "[[Tech #[redacted]  Service Date: 10/21/2014]] arrived and found furnace not turning on due to bad pressure switch. Switch not closing. System still under man warranty. Called prop mgr to advise. Need to bill 180.00 to prop mgr for labor. Replaced pressure switch under man warranty. Tested. Cleaned flame sensor. Completed heat check. All ops normal at this time." The technician’s time on the call was 1.2 hours, and he charged for 1.0 hours. We assess a $106 trip fee for every service call, but the fee is waived for maintenance agreement customers during regular business hours, so there was no charge.The technician established the part was still covered under the manufacturer's warranty. It is important to note his assessment was not made simply because the machine was only two years old, but also because there was no evidence of misuse or neglect. Taking care not to void a manufacturer's warranty is just one of the benefits of having regular maintenance performed. I have attached in this response a copy of our Priority Service Plan brochure so we can better explain the work we perform and the client benefits under the maintenance agreement.So back to warranties. In general, manufacturers' warranties cover parts, labor, or both. For most HVAC manufacturers, the warranties cover parts only, so any authorized warranty provider establishes their own labor rate. In the case of [redacted], this rate must be approved by [redacted] before a company can offer warranty service. The Parrish Services rate for [redacted] warranty service is $180/hour, and the rate is, in fact, comparable with other [redacted] Comfort Specialists in the area.The warranty rate includes such activities as: contact center personnel; technician travel time; technician onsite time; manufacturer-specific training and education; technician certifications; part ordering, shipping, receiving, distribution, and stocking; warranty return distribution, shipping, and processing; warranty administrative processing for the manufacturer. In fact, the warranty labor rate is a highly discounted and competitive rate. That is, the actual amount of labor is far greater than the hour on site, our non-warranty hourly rate for service is $280/hour, and a homeowner is able to contract with any warranty provider of their choosing. For comparison's sake, our retail price for a repair of this nature would be on the order of $750.As the work was approved by an authorized representative and successfully performed by our technician, the billing will remain at $180. If there are any issues with the performance of our service, please let us know and we will be happy to address those concerns. Our objective is to provide a premium level of service while ensuring all of our clients are satisfied with the work.Thank you,Parrish Services

I'm sorry - this was a mistake on my part. There was a credit on the account for a contract cancellation, and I confused that credit with the requested refund. I called the homeowner today, apologized, and told her we were mailing a check for the full amount ($256).

I would like to let you know how pleased I was with Parrish Services. They have a top notch staff - from Jennifer who went out of her way to schedule appointments for the very next day and think of my convenience!! Considering that I needed electrical, plumbing, and HVAC - amazing scheduling skills. We received cheerful updates from Chelsey throughout the day so we knew when to expect the arrival of each technician - awesome customer service.
Alex, the HVAC technician was a gem! He worked long and hard for us. He did quality workmanship, was very professional and he even cleaned up too!! Can't say enough good things about him.
Brian, the plumber was very helpful and knowledgeable. My husband appreciated his efforts to resolve a hot/cold challenge and his attention to other issues as well.
Chris, the electrician was very efficient . Even though he had the smallest to do list he was thorough and polite.
We were so impressed by this full service company - happy employees make for happy customers. We highly recommend Parrish Service!

We apologize for the inconvenience we caused.Our policy is to charge for all visits as, in general, we are unable to determine prior to coming out whether a failure is related to a previous visit. In our experience, subsequent failures are most often unrelated, so our customer...

services reps and technicians are instructed to collect for all service activity. The homeowner called our office on February 4th and made our Customer Service Department aware of their concerns. Our customer service rep spoke with the HVAC manager who agreed we should offer a full refund. Even in this case we were unable to establish for certain whether the failure was
related, but we did agree to refund the full amount since we were
unsure. We closed our complaint with the customer on February 7th and issued a check dated February 11th for a full refund.Thank you.

All personnel at Parrish were very professional - prompt and pleasant. That said, I was stunned by the cost - to snake a kitchen sink drain - on a Saturday - $532 - the job start to finish took less than one hour. I understand one must expect to pay a premium for weekend calls but apparently the snaking itself was over $300. I selected Parrish because they installed my stand by generator and I had been impressed by their service. I definitely would not use again for plumbing and would not recommend for plumbing. Aside from the generator I have not used for other service.

I am rejecting this response because: The  annual service contract was represented to me as inclusive of labor costs on any recall. I would pay for parts not covered by a warranty, but not labor. I also reject the assertion that $180 per hour is consistent with other area businesses
Maybe there is still some confusion. This was not a defect in any service we performed, and it was not a manufacturer's recall. Either of those activities would have been free. This was a manufacturer's defect. The remedy for a manufacturer's defect is the manufacturer's warranty, and this warranty covers parts only. The part was free. However, the trip, the diagnostic, the repair, and the part processing were not free. This is the standard in the HVAC industry, and our rates are established in advance and approved by [redacted].
Had this been a regular service repair, the charge would have been approximately $750. As a maintenance agreement customer, you would have saved $160 for the trip fee and 15% off the repair. The technician, however, established the work was eligible for a manufacturer warranty repair, thereby saving you much of this expense. 
As your representative requested Parrish diagnose the problem, a warranty repair was authorized, and our rates are fixed in advance and approved by [redacted], the billing is accurate. If you would like to identify and contract with a lower cost [redacted] warranty provider for any future [redacted] warranty repairs, we would be disappointed to lose your business. However, the repairs we have performed already have a fee of $180, and payment was due at the time of service.
Thank you.

We
offer special package pricing to our customers. The price of a package is generally
lower than purchasing each item individually. We are unable to itemize the
pricing for our packages, however, we would...

be happy to revise the invoice and
add more details about the work performed. 
Per our phone conversation, we will edit the invoice and issue the refund of
$57.00. 
We’re sorry for the misunderstanding.
 
Thank you.

Great technicians

Just purchased a new dryer but installers/delivery guys weren't able to hook it up because I needed a different receptacle. Called Parrish Services and they sent an electrician the very next day. Received a call and an email letting me know he was on his way. The email had a picture and other info about person they were sending which I liked. Electrician did a great job!! Very personable, knowledgeable and professional. Overall a very good experience.

Very good Customer Service and very professional. Will continue to do business with in the near future. Highly recommend this company.

I have had Parrish Services as my HVAC contractor for several years and have always
been pleased with their services. Recently I had an unusual problem with my furnace....
apparently the fire damper above the furnace had somehow opened and was preventing
my furnace from operating properly. Josh R. was the technician who came out to service
my furnace and spent quite a bit of time trying to pinpoint the issue. When he could not discern the problem, Alan, the owner of the company came out to help and was able to
find the solution. After ordering a part, Josh came back the following day and finished the repair. Throughout the process Elisa J. kept me informed of where the process was at.
Josh was fantastic, and I will request him as a tech the next time I call Parrish. Alan could not have been more helpful, and Elisa was very helpful with the informational phone calls.
I would highly recommend this company to anyone searching for an HVAC company.

We are under no obligation to offer a minimum level of options, offer a minimum level of service, or explain our pricing.
At the time of the technician's visit, he offered two options that applied and gave the fixed prices for each.
You chose an option.
You authorized the work before we began.
We performed the work.
You owe the price agreed upon for the work.
The options the COO emailed you were not applicable; that was a mistake we made by not first talking to the technician who explained that category of repairs did not apply. We don't intend to confuse the issue any more by further discussing options that weren't applicable or offered.
In the same letter we also explained: a) we don't offer 'no warranty'; and b) the difference in price in price is not due strictly to the warranty term.  We have answered all the questions, even if it may not have been to your satisfaction.
We are mailing to your home a check for the entire amount you paid for your Priority Service Plan, $132. It was in the mail today.
Thank you.

Timely service, fixed the problem the first time.

Regarding charges and payments for this engagement:1. The customer called us out for a plumbing consultation. As always, we explained at the time of booking that we charge a trip fee of $106 for non-service agreement callers.2. The homeowner, who was not onsite for the repair, agreed to a repair but...

later asked for a special order color for the fixture to be ordered. We waived the restock fee.3. The plumber, as we require him to do, explained to the homeowner that because of the age of the faucet, there is a possibility other parts can be damaged in the process of performing a repair. As experienced, insured, and fully licensed contractors, it is our professional obligation to warn clients about potential problems. In the case of removing old fixtures, it is very common that larger pieces can break off and affect entire sections of fixtures, pipes or walls. The fact another plumber was able to do the job without a problem does not mean there was no risk involved, and it's simply unfortunate we were not able to better communicate this information to the homeowner. 4. Our technician was dispatched, the client agreed to the work, and we incurred costs and performed work. We already agreed to cancel work the client had approved, we agreed to cancel actual restocking fees, and we agreed to give a partial refund for the service we did perform. The client is asking for a 100% refund, and it's not warranted.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This company was obligated to show me how to use the water treatment which has not happened!!! I have emails from the company clearly showing that someone signed my name saying it was completed...they took payment matters into their own hands by forging my name on documents!! The installation process according to their terms was never completed because I was never shown how to work this thing.. They came to install from [redacted]s and talked me into buying something complicated with no instruction on usage. I never contacted to shock anything I called to order salt and have someone check to see if this thing is working properly because my quality of water has not improved. And yes I feel as if I'm entitled a free house call to know how to work this thing they instated in my house I did not ask for free salt in fact I wanted to order the salt but I will not pay $135 for a service call when I did not receive the mandated instruction on usage.. They kept telling me that the proposal(which is an estimate) is not the contract after asking repeatedly for a copy of the contract they sent me a copy of the proposal staing that is the contract.. This company is out to scheme contracts from other companies under the guise of installing they take advantage of widows and older people. They have their employees forge names stating that the work was completed! That is not my signature on their paperwork!!! I am left handed and cannot sign like that if I wanted to.. I informed the company I would provide proof that it was not my signature that's when they declined to service my system... 
Regards,
[redacted]

Thank you for the opportunity to respond to your concerns about [redacted]’s service call. We would like to clarify a few points first since the “consumer” who filed this report ([redacted]) was not our customer and because he was not present for either the booking or the service call. We did...

receive a request for service and visited [redacted]’s home the following morning. The technician found the following and reported this information on his job summary: “Arrived and found 42 year old toilet in hall bath with both tank to bowl bolts both rusted away. Also found the shut off for the toilet is seized in the on position. Went to basement storage room and tried to turn main shut off and it is seized in the on position as well. Explained to homeowner that she needs to coordinate building shut off with condo association so I can come back and replace main shut off, replace shut off for toilet and replace toilet...” [redacted]’s assessment of the rusted bolts is consistent with the technician’s observation. Our technician did not say the toilet was “too old to be fixed,” but given the advanced age of the equipment and the time it would take to buy the original equipment parts, he recommended replacement. He also recommended replacement of the valves, and our customer agreed with his approach. So in order to replace the main valve, water to the rest of the building needed to be shut off. [redacted] then opted to visit his mother’s home and assess the situation. He states here he was able to repair the toilet and turn the valves. However, as professional, licensed mechanical contractors, we are held to a higher standard than a “do-it-yourselfer” such as [redacted]. Given the age of the toilet, the bolts, and the valves, it was VERY likely the equipment would break when pressure was applied. Had the valve(s) broken, we could have left multiple residents with flooded units, no running water, or both. As professionals, we are never in a position to take that risk. While [redacted]’s actions had a good outcome, they would have been considered VERY irresponsible for professional plumbers. And while ultimately [redacted] made minimal repairs, those repairs addressed only the most obvious symptom; they did not correct underlying problems. As explained during our call booking process, we charge a $106 trip charge for every service call during regular business hours. We do waive that trip charge under the following circumstances: a) when the trip is for an estimate and we perform recommended work; b) when customers have a service agreement in effect; or c) when homeowners choose another contractor to do the recommended work (in fact, we refund 110% when they choose another contractor). Since none of these conditions apply, we did charge $106 for our visit and have already processed a refund for [redacted] the balance of the payment that was collected. Thank you.

Review: Dispute over a ho[redacted] call charge:

1. We received an e-mail in January, 2009 from Parrish informing us that Parrish has merged business with [redacted] ([redacted], the company originally installed the HVAC units for us in 2008). The email sent by Parrish’s Territory Manager stated "[redacted] has merged with Parrish Services and we are honoring all maintenance contracts held by [redacted] customers..."

2. Since then, Parrish has been our HVAC service provider.

3. However, when there was a water leak from the attic unit this past summer, Parrish said that it was from an incorrect installation of the condensation lines by [redacted] (that Parrish never mentioned or detected before). When asked about why the “installation problem” was never detected, Parrish said that it’s not their responsibility -- they now said they never merged business with [redacted] and therefore is not liable for the incorrect installation. Also, when asked why the unit had been functioning fine since 2008, Parrish couldn't give a satisfactory answer. Parrish gave an estimate of $800 for correcting the installation by putting in an additional condensation line that should have been installed by Utility Service (the company Parish’s merged with) to begin with. We had a problem with the whole situation and told them we would need to look into it. Parrish’s then wanted to collect a coming out charge of $106. We refused to pay and told him that we would need to look into it.

4. We then got another technician to come to look at the problem. The technician said there should have been installed with the backup line, but the problem at hand was because the line was the clogged in the U trap. He cleaned the clog and resolved the problem.

5. We talked to Parrish that we don’t think we should be charged for this house call because they did not resolve the clog and they should be responsible for the mis-installation as described above.

6. To resolve the charge dispute, we contacted Parrish at least 6 times with phone calls and phone messages to the business manager and the billing department. All except our first call with the business manager and one call with the billing department, the business manager was always not available and no one returned our messages.

7. We got repeated calls from Parrish’s debt collector. We also got calls from Parrish twice on Sunday around 10 AM and the caller sounded they had no knowledge of the messages we left with Parrish, i.e. she had no knowledge of our requests of call-back.Desired Settlement: 1. Waive the house call charges.

2. Work out a reasonable and acceptable solution to fix the installation problem.

Business

Response:

Dear [redacted]. **:

We have responded to your Revdex.com complaint as follows:

Complaint [redacted]

Below is the text of the complaint along with our responses to the points.

We received an e-mail in January, 2009 from Parrish informing us that Parrish has merged business with [redacted] ([redacted], the company originally installed the HVAC units for us in 2008). The email sent by Parrish’s Territory Manager stated "[redacted] has merged with Parrish Services and we are honoring all maintenance contracts held by [redacted] customers..."

* Parrish Services did not “merge” with [redacted] (it was a poor choice of words from the ex-owner of [redacted]). When [redacted] went out of business, Parrish purchased a phone number that had once belonged to [redacted]. For the benefit of [redacted]’s existing customer base, Parrish did agree to honor [redacted]’s maintenance agreements; that meant Parrish provided maintenance services for those [redacted] customers who still had pending maintenance appointments (i.e., they had already paid for the service). It did not mean Parrish warrantied [redacted]’s work or provided fee-based services for free. Subsequently Parrish has had many complaints about their shoddy work, but those complaints cannot be directed to Parrish.

Since then, Parrish has been our HVAC service provider. However, when there was a water leak from the attic unit this past summer, Parrish said that it was from an incorrect installation of the condensation lines by [redacted] (that Parrish never mentioned or detected before). When asked about why the “installation problem” was never detected, Parrish said that it’s not their responsibility -- they now said they never merged business with [redacted] and therefore is not liable for the incorrect installation. Also, when asked why the unit had been functioning fine since 2008, Parrish couldn't give a satisfactory answer. Parrish gave an estimate of $800 for correcting the installation by putting in an additional condensation line that should have been installed by Utility Service (the company Parish’s merged with) to begin with. We had a problem with the whole situation and told them we would need to look into it. Parrish’s then wanted to collect a coming out charge of $106. We refused to pay and told him that we would need to look into it. We then got another technician to come to look at the problem. The technician said there should have been installed with the backup line, but the problem at hand was because the line was the clogged in the U trap. He cleaned the clog and resolved the problem. We talked to Parrish that we don’t think we should be charged for this house call because they did not resolve the clog and they should be responsible for the mis-installation as described above.

* Parrish neither performed nor guaranteed the work performed by [redacted]. As for the $106, that is a trip charge that is due regardless of diagnosis. The customer agrees to pay the charge when they placed the service call, and they are now breaking their oral contract by not paying the fee. We record all of our calls, so we can establish the homeowner agreed to pay this charge. Lastly, the company following Parrish agreed the installation was poor, so we offer that as evidence our technician properly diagnosed the problem. While there may have been an additional problem with the current clogged line, it is our responsibility as a contracting professional to make the owner aware of an improper installation. Clogged lines are the reason that backup lines are part of a proper installation.

To resolve the charge dispute, we contacted Parrish at least 6 times with phone calls and phone messages to the business manager and the billing department. All except our first call with the business manager and one call with the billing department, the business manager was always not available and no one returned our messages. 7. We got repeated calls from Parrish’s debt collector. We also got calls from Parrish twice on Sunday around 10 AM and the caller sounded they had no knowledge of the messages we left with Parrish, i.e. she had no knowledge of our requests of call-back.”

* While we agree the responsiveness may be poor, we have informed this customer of our position and do not intend to allow other employees to spend time on this collection issue. That is why calls have gone unanswered. We are paying a debt collector to handle this matter given it is a clear case of non-payment.

Thank you,

Parrish Services

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: